Support Engineer

Minimum of 2 years' experience in customer support, including software/hardware or developer support.
* Ability to have understanding of development technical terminology in conversations.
* Personal experience engaging in social media (eg. - forums, blogs, Twitter)
* Good customer service, accurate and logical problem solving and communication skills, plus the ability to work in a team environment
* Excellent written and verbal communication skills, as exemplified by clear issue explanations, documentation of knowledge, and effective intra- and inter-group communications
* Ability to learn and adapt quickly in a dynamic environment

Preferred Qualifications
* Experience in billing, sales or commerce support is useful but not required
* Represent client with customers via telephone, written correspondence, electronic service, forums and social media to assist them in resolving issues.
* Foster positive customer relationships and build customer loyalty, while effectively managing challenging situations.
* Demonstrate strong interpersonal and communication skills, while working with varying audiences from technical engineers, developers and tool architects, as well as executive-level management.
* Demonstrate leadership through personal responsibility, accountability, and teamwork.
* Act as a focal point for end to end issue resolution.
* Manage critical situations that may involve challenging issues, diverse audiences and potentially externally visible issues.
* Be responsive to customer needs.
* Apply a logical and methodical approach to remote problem solving.
* Maintain strong working knowledge of released products, take ownership for product improvement, and participate in pre-release activities and BETA programs.
* Help with technical content including Knowledge Base articles, whitepapers, training documents, forums and blog postings.
* Respond to select newsgroups and contribute to proactive knowledge transfer.

Project People Ltd is acting as an Employment Business in relation to this vacancy.